HR modernization program for a leading oil & gas company
Situation
The client, a leading global oil and gas company, embarked on a Workday and HR case management transformation to streamline and standardize their HR processes for 150,000 users. Previously, the company suffered from a lack of standardization across multiple business units, each relying on different legacy applications and region-specific support models. This resulted in diverse processes, inconsistent multichannel support, a missing standardized knowledge base, poor analytics and reporting, and a non-existent onboarding portal for new hires. Essentially, their HR operations were fragmented and inefficient, hindering a cohesive employee experience.
Solution
- HR case management and live chat solution implemented
- Self-service portal (personalized, multilingual, role based) to display relevant data like leave balance, upcoming and ongoing trainings etc. from Workday, talent systems, learning systems etc.
- Knowledge management strategy, product and process design; implemented on Salesforce, enabling global HR services to access trustworthy and relevant knowledge to support customer casework and coaching.
- Microsoft Chatbot implemented, usage of available knowledge to resolve employee queries and perform transactions in Salesforce and workday on behalf of the employee, diverting employee to live chat if required.
Technical objectives met:
- 30% reduction in case resolution time
- 25% reduction in number of un-responded emails
- 250 + new queues for streamlined case assignment
